Product Support Specialist, Tier 1

Join our winning team, recently honored as #67 on Forbes’ list of Americas Best Startup Employers for 2024!

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

Job Summary:

As a Product Support Specialist, Tier 1, you will be the primary point of contact for customers seeking assistance with our products. This role involves addressing inquiries, resolving basic technical issues, and ensuring a positive customer experience. You will collaborate closely with internal teams to escalate more complex issues, contributing to continuous improvement in customer support.

Supervisory Responsibilities:

• None
  

Duties/Responsibilities:

• Provide first-tier technical support to customers via phone, email, or chat, assisting with advanced troubleshooting and problem resolution.
• Collaborate with Level 1 support and escalate complex issues as needed, ensuring timely resolution and customer satisfaction.
• Analyze and investigate product-related problems, identify trends, and work with the product development team to implement necessary improvements or bug fixes.
• Assist in creating and maintaining comprehensive product documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Conduct training sessions and webinars for customers, ensuring a thorough understanding of product features, updates, and best practices.
• Engage with customers to gather feedback, relay insights to the product team, and contribute to the enhancement of the product based on customer needs.
• Collaborate with cross-functional teams, including product management, engineering, and quality assurance, to provide customer-focused work-arounds, solutions and feedback.

Performance Metrics:

• Knowledge Base Contribution: This metric tracks the extent to which support specialists contribute to the company's knowledge base by documenting common issues, solutions, and best practices. An enriched knowledge base enhances support efficiency and empowers customers to find solutions independently.
• Ticket Backlog: This metric monitors the number of unresolved or pending customer issues. Effectively managing the ticket backlog is crucial to ensuring that customer problems are addressed promptly.
• Percentage of One-Touch Tickets: This metric assesses the percentage of tickets that are resolved during the initial interaction. A high percentage indicates the ability to solve issues quickly and efficiently.
• Time to Response: This tracks the time taken to respond to customer inquiries. Ensuring tickets do not remain unanswered for more than 24 hours is a priority, highlighting the importance of timely initial responses over resolution time at this stage.
• Resolution Time: This measures the time taken to resolve customer issues from the moment they are reported. It indicates the efficiency and effectiveness of support specialists in resolving problems.

Required Skills/Abilities:

• Ability to thrive in a fast paced environment
• Ability to navigate multiple platforms
• Comfort and adaptability when working with technology and learning new programs and computer systems
• Strong passion for helping others and problem-solving
• Must be 18 years of age or older

Education and Experience:

• Associate’s degree in Information Technology (IT), Computer Science, or equivalent practical experience preferred. 
• Minimum of 1 year of experience in a technical support role, preferably within InsurTech
• Basic familiarity with CRM systems, support ticketing platforms, and general IT troubleshooting.
• Ability to learn new products and adapt to evolving technologies in a fast-paced environment.
• Problem-solving mindset with a focus on identifying and addressing common customer issues effectively.
• Prior experience in Long Term Care or InsurTech preferred

Physical Requirements:

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen.  The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.    

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.